Optimising Customer Support at Plum

The complexity of Plum’s multi-faceted offerings and diverse customer base meant an innovative solution was required to scale their customer support efficiently.

Plum, the award-winning financial app, empowers 2 million users in 10 markets to save, invest, and budget effortlessly. As Plum accelerates its growth across the EU, its primary support channel, Intercom chat, faced growing demands.
The complexity of Plum’s multi-faceted offerings and diverse customer base meant an innovative solution was required to scale their customer support efficiently.

“Gradient’s AI solution delivered impressive results with minimal effort on our part. The proof of concept made the decision clear, and the rollout was seamless. Seeing such a high CSAT and resolution rate validated our choice.”

Yoan Jedrowiak

Head of Customer Success

Challenges

Complex product suite

Plum offers savings, investments, ISAs, debit cards, and more, requiring nuanced understanding and precise responses.

Personal finances

Conversations involved sensitive topics, requiring empathy and accuracy. Regulatory requirements also needed to be considered.

Diverse tiers and geographies

Multiple subscription plans (from Free to Premium) and product differences across regions increased the complexity.

Multilingual support

Serving customers in various languages needs intelligent, localized automation.

Approach

It was critical for Plum to not take any risks with customer experience or any regulatory requirements. We launched on a small scale first, allowing Plum to review every single conversation. This process helped establish an internal quality score before rolling out the product more widely. Setting up the agent on Intercom took 30 minutes without any engineering effort.

Financial app
2 million users
Across 10 countries

Out-of-the-box results:

80%

CSAT

98.6%

Quality assurance

52%

Resolution rate

Results

Gradient's AI Agent matched human CSAT performance, and >2x the previous AI agent's score.

80%

CSAT

Plum defined and customised their own scorecard, to measure quality according to their key metrics.

98.6%

Quality assurance

Implementation was extremely fast, achieving a great resolution rate out-of-the-box and without custom setup.

52%

Resolution rate

Ready to navigate the complexities of generative AI and unlock its full potential for your CX operations?

Request a demo

Ready to navigate the complexities of generative AI and unlock its full potential for your CX operations?

Request a demo

Ready to navigate the complexities of generative AI and unlock its full potential for your CX operations?

Request a demo